Marnica Jeanpierre
Atlanta,United States
Summary
Customer-focused insurance professional with 10+ years handling high-volume calls, complex customer issues, and detailed case management. Experienced in de-escalation, multi-system navigation, and providing clear guidance to customers in stressful situations. Adept at documentation accuracy, problem resolution, and delivering exceptional service in remote environments
Overview
10
10
years of professional experience
1
1
Certification
Work History
Insurance Claims Specialist – Compliance
Fluor Government Group (Atkinson Consulting)
11.2024 - 10.2025
- Supported 100+ applicants weekly, resolving eligibility questions and guiding customers through insurance and FEMA requirements.
- Managed high-volume customer interactions while reviewing insurance documentation for FEMA eligibility.
- Assisted callers with questions, documentation requests, and case status updates.
- Provided clear explanations of policies, guidelines, and next steps to applicants.
- Identified discrepancies and helped customers correct them to avoid delays.
- Ensured accurate data entry, regulatory compliance, and timely follow-up communication.
- Reviewed and updated policies ensuring alignment with regulatory requirements.
Claims Examiner – Remote Customer Support
Citizens Insurance (CSS Group)
08.2022 - 11.2024
- Analyzed complex claims to determine validity and adherence to policy guidelines.
- Collaborated with cross-functional teams to resolve discrepancies and streamline claim processes.
- Managed communication for 500+ complex customer cases, ensuring timely updates and clear explanations of next steps.
- Resolved escalated customer concerns with a 90% first-contact resolution rate for non-legal issues.
- Streamlined communication workflows, contributing to a 20% improvement in team response times.
- Reviewed high-value claims for potential fraud, ensuring thorough investigation and reporting findings.
- Led initiatives to enhance customer satisfaction through effective communication and timely resolution of claims issues.
Auto Liability Adjuster
Progressive Insurance (Davies Group)
07.2021 - 08.2022
- Evaluated auto liability claims to determine coverage and settlement options.
- Handled 40–60 calls weekly, assisting customers in high-stress situations and ensuring full understanding of claims process and next steps.
- Took statements from insureds, claimants and witnesses.
- Handled full in-depth auto coverage for non-standard claims.
- Obtained and reviewed evidence, reports and medical records.
- Improved call efficiency by reducing customer callback rates by 18% through thorough explanations and follow-through.
- Negotiated fair settlement amounts with claimants, ensuring timely case resolution.
Claims Advocate
Universal North America Insurance (Compass Adjusting)
06.2020 - 05.2021
- Acted as the communication hub for 120+ active cases, ensuring customers received timely updates and clear guidance.
- Reduced customer escalations by 25% through improved follow-up and expectation-setting.
- Delivered consistent, high-quality phone support, maintaining a 97% documentation compliance rate.
- Coordinated case steps with multiple parties, cutting average customer wait time for status updates by 2–3 days.
- Resolved complex claims issues by collaborating with stakeholders across departments.
- Created detailed reports on claim trends and common issues to inform companywide strategies for addressing recurring problems.
- Utilized CRM software to track customer interactions and improve service quality.
Claims Specialist IV
American Strategic Insurance (CIS Group)
06.2018 - 03.2020
- Analyzed claims for accuracy and compliance with policy guidelines.
- Managed large caseloads, prioritizing tasks to ensure timely completion of all assigned claims while maintaining a high level of accuracy.
- Reduced company liability risks with thorough investigations and detailed documentation of property claims.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
Sr. Customer Service Rep
LIBERTY MUTUAL INSURANCE COMPANY
12.2015 - 03.2018
- Resolved customer inquiries regarding insurance policies and claims efficiently.
- Assisted clients with policy renewals and coverage adjustments to ensure satisfaction.
- Educated customers on insurance products, enhancing understanding and engagement.
- Managed documentation and data entry for claims processing accurately.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Delivered customer support on 30-60+ calls daily, guiding customers step-by-step through high-stress situations.
Education
Bachelor of Science - Business Administration And Management
Western Governors University
Salt Lake City, UT06-2024
Skills
- High-Volume Call Handling
- Customer Support & Issue Resolution
- De-Escalation & Conflict Management
- Remote Communication
- Multitasking & Multi-System Navigation
- CRM Claims Platforms Data Entry
- Empathy & Active Listening
- Time Management & SLA Adherence
- Documentation Accuracy
- Problem-Solving & Critical Thinking
Accomplishments
- Served as Lead Adjuster for over 700 complex claims.
Certification
Medical Terminology, Anatomy, and Physiology Fundamentals, Med Cert
Hippa Compliance, Accountable
Timeline
Insurance Claims Specialist – Compliance
Fluor Government Group (Atkinson Consulting)
11.2024 - 10.2025
Claims Examiner – Remote Customer Support
Citizens Insurance (CSS Group)
08.2022 - 11.2024
Auto Liability Adjuster
Progressive Insurance (Davies Group)
07.2021 - 08.2022
Claims Advocate
Universal North America Insurance (Compass Adjusting)
06.2020 - 05.2021
Claims Specialist IV
American Strategic Insurance (CIS Group)
06.2018 - 03.2020
Sr. Customer Service Rep
LIBERTY MUTUAL INSURANCE COMPANY
12.2015 - 03.2018
Bachelor of Science - Business Administration And Management
Western Governors University